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If I have an enquiry how can I contact with Mark Bates Ltd?
If any problem arises in connection with your policy you can contact us by post, email and telephone. Our contact details are as follows:
Mark Bates Ltd
Tel: 01476 593887
What if my enquiry has not been dealt to my satisfaction ?
If your enquiry has not been dealt to your satisfaction and you wish to make a complaint please refer to us by contacting:
The Compliance Officer
China Taping Insurance (UK) Company Limited
2 Finch Lane
Tel: 0207 8391888
When will I receive a response from my complaint?
The Compliance Officer will ackowledge the complaint within five business days and also advise you on who will be dealing with your complaint and when you can expect to recieve a detailed response.
Your complaint will be thoroughly investigated and we will respond to it as soon as possible. Within twenty business days we will provide a detailed response to your complaint in writing or, if it is not possible to respond within that time, we will inform you in writing within twenty business days why we have been unable to resolve the complaint within that time, why we need more time to do so and when you can expect to receive our final response.
What if I am dissatisfied with how long my complaint is taking to resolve?
If we have not completed our investigation within eight weeks after the complaint was made we will write to you and explain why there is a further delay. We will also confirm when we expect to issue our final response and advise you that you may be eligible to refer the complaint to the Financial Ombudsman Service if you are dissatisfied with the delay. Its contact details are
Financial Ombudsman Service Exchange
Tower Harbour Exchange Square
Tel: 0800 023 4567 (landlines)
0300 123 9123 (mobile phones)
Where you are eligible to refer your complaint to the Financial Ombudsman Service you have this right to do so free of charge, but you must do so within six months of the date of our final response. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if it believes that the delay was as a result of exceptional circumstances.
How long do I have to decide if I want to refer my complaint?
Can a third party complain on my behalf?
Yes, a third party can complain on your behalf with your permission.
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